Infosys BPO Analyst Day: A Rounding Success

Although a little late, I wanted to give Infosys kudos for hosting a very informative and engaging BPO Analyst Day in late October, which included presentations by two very satisfied North American based clients.

First, I’d like to highlight the progress Infosys has made:

From 2006 to 2011, BPO revenue has grown approximately five-fold with the number of clients increasing almost four-fold and global headcount increasing nearly six-fold

Although I can’t disclose HRO revenues, they are rapidly growing globally, led by North America and followed by Europe

BPO delivery capability is global from centers across North America, Latin America, South America, Europe, and Asia Pacific.

What particularly impressed me at the event was the lengthy discussion titled “Our people are our biggest assets,” led by managing director and CEO Swami Swaminathan. The topic may sound cliché, but it was from the heart because Infosys truly wants employees to have a career for life that’s achieved by:

Leadership focus

Performance-based compensation

Recognition and reward

Career planning and development

Comfort with the working environment

Pride in being an Infosys employee.

There’s too much good business information to capture in a short blog, but to summarize, Infosys is helping clients build tomorrow’s enterprise by:

Enabling clients to transform their business

Moving operations up the value chain, including Centers of Excellence with benchmarking and best practices

Deploying new engagement models including business process as a service, technology enabled process automation, and cloud-enabled services

Leveraging technology to create value including dashboards and customer portals.

Client presentations were by a large apparel retailer and a large global telecom. The retailer outsourced both F&A and HR. HRO services included platform-based BPO with PeopleSoft 9.0 and modules for core HR including self-service; benefits including annual enrollment; time and attendance; payroll; and components of the HR helpdesk. Its reasons for choosing Infosys included:

Access to technology and tools to transform

Quality of resources to support the account and its ability to work with the client to achieve its goal

Cultural fit and reputation.

The telecom client outsourced to transform, leverage best in class processes, people and technology, and augment its sourcing group with new talent. F&A outsourcing included source to pay.

Concluding the day and joined by clients at the larger colloquium were two successful panel discussions. The first was titled “Sustaining complex change” and included the buy-side from Montreal, Charming Shoppes Inc., and Cisco. I had the pleasure of facilitating the second discussion that was titled “What is the defining role of HR in shaping tomorrow’s business: Globalization, convergence, social media, and talent management. This panel included the buy-side from Charming Shoppes and Transfield Services.

In all, it was a very impressive day to round out numerous analyst events I attended in 2011, and this one will be memorable!

Gary Bragar, HRO Research Director, NelsonHall

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